Quotes

We've received an overwhelming amount of email from readers discussing defective trackpads found with their new PowerBooks. To help those looking to diagnose and troubleshoot their problems, we've decided to create a list of frequently asked questions that should help to this end. If there are questions or answers that you'd like to contribute, email us at editor (at) pbzone.com.

What exactly is the problem?

This has become the sort of topic for many of us, we assume that everyone knows what we're talking about when we say the trackpad problem. In short, the problem is that at certain points and intervals, the trackpad either becomes almost completely unresponsive, or moves so erratically, it is completely unusable. This can last for between a few seconds to even a few minutes, based on reader accounts and our own experience. Aside from all this, the trackpads found in these new models, some of the first to be designed by Apple themselves, and not by Synaptics, are often generally sluggish compared to earlier models.

What is the source of the problems with the trackpads?

While we can't say with absolute certainty that we know the answer to this question, we can say that some informal testing has turned up at least one culprit: static electricity. If your PowerBook is afflicted with this problem, you can generally rub your feet on the carpet (it helps to have cosk on), then touch your trackpad before touching anything else. In some cases, a noticeable shock will take place, but generally a defective trackpad will just begin to act as we described above, either completely unresponsive, or with wild movements. This takes place whether on battery power, two prong plug, or the grounded plug. We're not sure what exactly is causing this extreme sensitivity to static electricity, only that it is somehow connected.

What PowerBooks are affected?

This is a very difficult question to answer without information from Apple on serial number ranges, if it is a range of units that are most likely to have problems. What we do know is that this problem began with the release of new PowerBook models on January 31, 2005. The 12", 15", and 17" PowerBooks have all been known to have the trackpad problems. Beyond that, we can't trace it back to a particular production range or location. Retailers and consumers from all over the country have reported problems, and while the problem is perhaps not an epidemic, it has been seen in a very wide distribution.

What is Apple doing about this problem?

As Apple has reportedly not been able to isolate the problem to this point, they are not publicly acknowledging the problem. Without a reliable repair process in place, in the vast majority of cases we've heard about, it appears that Apple is simply replacing afflicted machines. Whether this will continue to be the case is unclear, as once Apple figures out what the problem is, it might simply be more economical to replace the offending part(s). For those users who cannot afford to replace or repair their PowerBook multiple times, though, this replacement/repair process is truly a crap shoot. Apple is simply hoping to get lucky in sending out new PowerBooks. We encourage those of you who can wait to give Apple time to work out a reliable process, then send in their PowerBooks.

What can I do about my defective PowerBook?

If you are within two weeks of the purchase date, you should simply be able to return the PowerBook as DOA, and receive a new computer for no charge. If you are outside of this period, the best thing to do is simply call Apple. They'll likely have you try and reset the power manager and PRAM, and also run the extended hardware test. You can go through these before you call Apple, if you'd like to try and save some time. If you describe the symptoms, though, you'll likely be escalated to a second tier of support, where they'll offer to replace or repair the machine. They will send you shipping tags for FedEx, DHL, etc., and after receiving your old PowerBook via overnight shipping, a new PowerBook will be sent to you. Keep in mind, though, that this is the situation as it stands today, Apple could very well begin to simply repair the units, in which case it could take a day or two fewer or more before you receive your PowerBook back, depending on part supplies and backlog of machines to be repaired.

Please note our comments in the previous question, though, that without having isolated the problem, Apple is only able to replace whole machines or components suspected of being defective, making it only a matter of luck whether the machine you receive back is any better.

What should I do if I want to buy a PowerBook now?

This is one of the most frequently-received questions by us, and we want to make sure and give the advice with the least potential to hurt our readers. The short of it is, if you can wait, give it a few more weeks. It appears that the latest machines from the factory are less likely to have the defective trackpad, and allowing the retailers to clear out current stock gives you a better chance of getting a functional PowerBook. That said, Apple has not been able to successfully isolate and correct the problem to this point, so there are no guarantees that even a brand new build-to-order PowerBook will be problem-free.

If you cannot wait, we recommend going to a local retailer, particularly an Apple-operated store. Doing this will make any potential returns or repairs as easy as possible. If they'll allow it, open up the box at the store and test the PowerBook by doing the previously-mentioned sock test. If after a few trials of scuffing around in your socks and touching the trackpad produces no odd behavior, it should be fine. It is worth noting, though, that in some cases the problems only manifest themselves after weeks of use.

We'll keep updating this page if there are questions we've overlooked, or if the answers to these questions change. Otherwise, just keep checking the main page for the latest.